VeriSM™ Foundation

VeriSM™ Foundation focuses on the VeriSM™ model which emphasizes the focus on value, on outcomes and an organization’s goals. It also includes a unique management mesh, the guidance for choosing the appropriate management practices to establish the product or service. It gives context to Service Management in the digital age and looks at how emerging technologies and progressive management practices can be applied to add value for the consumer.

You will be able to

  • Define the elements of organizational governance (evaluate, direct, monitor).
  • Describe the impact of digital transformation on service management.
  • Explain methods to overcome team challenges (silos, virtual teams).
  • Define the elements of the VeriSM™ model.
  • Explain how VeriSM™ re-defines service management.
  • Explain how VeriSM™ uses the management mesh to create and support services.
  • Explain the elements within each of the four stages of the VeriSM™ Model:
  • Clarify the key concepts and when to apply Agile, DevOps, SIAM™, Lean as a management practice.
  • Define the importance of considering Shift Left, Customer Experience/User Experience, Continuous Delivery practices in service delivery.
  • Explain the benefits of cloud, virtualization, and automation.
  • Explain the impact of big data, internet of things, mobile computing, bring your own device on service management.
  • Define serverless computing, artificial intelligence, Robotic Process Automation (RPA), Machine Learning, and containerization in relation to service delivery.
  • Identify steps to initiate an improvement program based on VeriSM™.

Who is this certification for?

VeriSM™ Foundation is suitable both for professionals who are new to Service Management as well as those already working within a Service Management environment. This includes graduates and undergraduates, managers, service owners/managers, executives and IT professionals.

Main subjects

The Service Organization
Service Culture
People and Organizational Structure
The VeriSM™ Model
Progressive Practices
Innovative Technologies
Getting Started

Required reading

VeriSM™ - A service management approach for the digital age
Claire Agutter, Rob England, Suzanne D. Van Hove, Randy Steinberg
Van Haren Publishing: December 2017
ISBN: 978 94 018 0240 6 (hard copy)
ISBN: 978 94 018 0241 3 (eBook)


Additional reading
VeriSM™ Foundation Study Guide
Helen Morris & Liz Gallacher
Van Haren Publishing: February 2018
ISBN: 978 94 018 0270 3 (hard copy)
IBSN: 978 94 018 269 7 (eBook)

Please note - Additional reading is for reference and depth of knowledge only.

  • Details
  • Downloads
  • eCF
Duration: 1 hour
Number of questions: 40 (Multiple Choice)
Pass mark: 65%
Open book: No
Electronic equipment allowed: No
Level: Foundation
Available languages: English, Japanese, Spanish, Brazilian Portuguese, French, Chinese, Dutch, German, Finnish